Customer Success Manager
HarfangLabWho we are?
HarfangLab is the European leader in Workspace Detection and Response, a new approach to protecting the digital environments where people work.
As organizations increasingly rely on cloud services, digital identities, connected devices and AI-powered tools, security teams often have to manage multiple, disconnected solutions. This fragmentation creates gaps in visibility and makes cyber threats harder to identify and stop.
HarfangLab brings these protections together in a single platform. Powered by lightweight software and AI designed specifically for cybersecurity, our technology helps organizations detect suspicious activity, investigate incidents and respond to threats across computers, servers, identities, email, cloud environments, internet-facing systems and AI tools.
Organizations can deploy our platform in the cloud or within their own infrastructure, allowing them to retain control over their technology and data. Our EDR was the first to be certified and qualified by ANSSI, France’s national cybersecurity agency, and the first EDR to receive certification from the BSI, Germany’s Federal Office for Information Security.
Today, HarfangLab’s technology protects more than 1,000 customers across a wide range of sectors, from major corporations and public institutions to SMEs, hospitals and local authorities. Having grown from 40 employees in 2023 to 140 today, we now have teams working across several European countries.
As we continue to grow across Europe, we are looking for talented people to join our teams and support the next stage of HarfangLab’s development.
Why are we hiring?
As HarfangLab continues to grow across Europe and expand its customer base, we are looking for a Customer Success Manager to strengthen our Customer Success team.
Our mission is not only to provide cutting-edge cybersecurity solutions, but also to ensure that our customers successfully adopt, use, and maximize the value of our platform over the long term.
About you
As a Customer Success Manager, you will be responsible for a portfolio of customers and partners, ensuring they achieve their objectives with HarfangLab's solutions while maximizing adoption, satisfaction, and long-term retention.
You will work with two main types of customers:
Direct Customers: private and public sector organizations using HarfangLab's cybersecurity platform.
Partners: organizations delivering cybersecurity services based on HarfangLab's solutions.
Your responsibilities will include:
Managing a portfolio of customers and building long-term trusted relationships.
Supporting customers throughout their lifecycle, from onboarding to long-term adoption and renewal.
Leading regular customer follow-ups, governance meetings, and business reviews.
Understanding customer objectives, challenges, and success criteria.
Monitoring customer engagement, adoption, and satisfaction indicators.
Identifying risks proactively and coordinating internal stakeholders to address them.
Managing escalations and ensuring issues are resolved effectively.
Acting as the voice of the customer internally and sharing feedback with Product, Support, and Engineering teams.
Coordinating cross-functional efforts to ensure customer success.
Contributing to the continuous improvement of Customer Success processes, tools, and best practices.
Leveraging AI and modern tools to improve efficiency, customer insights, and customer engagement.
Hard Skills
At least 3 years of experience in Customer Success, Account Manageme